Review policy
How reviews are verified, removed and ranked.Who can leave a review
Anyone who has been a patient of the practice. A review is held, not published, until you have confirmed your email address and the practice has confirmed you were a patient. If the practice has not claimed its listing, or does not answer within 14 days, a moderator checks instead; we aim to do that within five working days. Before it is published the practice sees only the month of your visit and the date you wrote, never your treatment or what you wrote. We email you when your review is published, or the reason if we cannot publish it.
Changing or withdrawing your review
When your review is published we email you a link to change or withdraw it. A moderator checks a change before it replaces your review; until then the original stays, and a changed review is marked "Edited" with the date. A review can be changed up to three times. Withdrawing deletes the review and takes its rating off the profile at once. A practice is not told about a change and cannot see one before it is published.
What we remove
Reviews that are not from a patient, that name individuals outside the practice, that contain threats, discrimination or personal data, or that are about a different business. We do not remove reviews for being negative, and we do not remove them at the practice's request.
What practices can do
Confirm or dispute a pending review when we ask; a disputed review stays unpublished while a moderator checks it, and is never removed on the practice's word alone. A practice cannot edit or remove a live review. If it believes one breaks this policy, it can tell us through the contact page; a moderator checks it against this policy and, if we remove it, the profile says so and why.
Incentives
A practice may ask patients to review them but may not pay, discount, or make anything depend on the content or rating. Reviews we find were rewarded or conditioned are removed, with the reason shown on the profile.
Ranking and featured listings
Position in the ranked list is verified patient review score; on town pages, ties are broken by distance from the middle of that town's listed practices. A featured listing is a paid placement shown in its own labelled slot above that list. If a town has more than three Featured listings, they take turns in that slot day by day; on other days a Featured listing sits in the ranked list at the place its reviews earn, with no paid label, because that place is not paid for.